Central Request System Manager

Salary depends on experience
Posted on 10/19/17
5 - 7 years experience
Financial Services
Salary depends on experience
Posted on 10/19/17


The CRS (Central Request System) Manager on the Capacity Execution team is responsible for providing overall management of the CRS application and supporting the various databases used by the team.  The CRS Manager combines business acumen and Sharepoint Designer(SharePoint super user) expertise to support the CRS application. Role includes business support and SharePoint Designer-related responsibilities.

Primary responsibilities include:

  • Respond to phone/email support requests; provide CRS usage instructions and User Training
  • Maintain current Usage Procedures and updates to the CRS Sharepoint site
  • Provide overall guidance to the CRS Analyst in daily management of the CRS Mailbox and cover for this function when the team member is out of the office
  • Lead the CRS Change Governance team: management of meetings, prioritizing User Change Requests to CRS, and vetting the requests according to impact
  • Guide requestors through the Central Request System (CRS) process; assess and balance activities occurring within the team, as well as outside the team, and suggest/plan for when those activities impact the Distribution Group
  • Proactively review current usage and workflow processes to recommend updates that improve efficiency and usage of CRS
  • Collaborate within the team and with other Lines of Business to provide support and development of processes related to the Centralized Request System, Distribution Change Governance, and Capacity Management
  • Preparation of executive presentations, creation of process mapping, oversight and compilation of Risk Routines required for the Capacity Planning and CRS teams and project management
  • Represent Capacity Execution related to Business Continuity, Records Coordination, and Disaster Recovery
  • Remediate Break/Fix issues with CRS functionality by assessing Sharepoint Workflows and auto generated emails to determine root cause of issue; coordinate with other technical teams (internal L3 Support and Infrastructure) to solve for the issues
  • Implementing changes to CRS defined as minor changes including: Sharepoint site design, SharePoint Designer Workflows, Info Path design, procedure updates, and communication to users
  • Coordinate changes to CRS defined as Major changes – includes scope validation, resource engagement, testing, production moves, Dev/QA site management, balancing to budget, procedure updates, work time adjustments, and communication to users


Required Skills/Experience:

  • 5+ Years of experience in Retail Banking, Consumer Finance, or Mortgage Banking
  • 5+ Years of experience in a business and/or data analysis role
  • 5+ Years of experience in a data management role (utilizing Access or SQL databases), and Sharepoint site management
  • 5+ Years of experience creating reports and presentations in various formats and with varying degrees of specificity
  • 5+ Years of experience in Communication/Negotiation
  • Expert proficiency in: Sharepoint Design, Info Path design, Access/SQL databases
  • Strong proficiency in: Excel, Word and PowerPoint
  • Excellent business acumen in Retail Banking/Consumer Finance
  • Strong analytical, organizational and time management skills with ability to manage multiple concurrent activities successfully and under pressure
  • Demonstrated Planning, Execution and decision making skills
  • Ability to work independently or in a team, with various levels within the organization
  • Strong facilitation and Project Management skills
  • Excellent written and oral communication ability
  • Interpersonal skills to be able to interface effectively with a broad range of contacts from technical staff to senior management
  • Ability to work with ambiguity and constant requests for change 


  • Bachelor's Degree preferred
  • SharePoint Administrator Certification (or ability to obtain immediately)

Hours & Work Schedule

Hours per Week:  40

Work Schedule: Monday - Friday, 8:30AM - 5:00PM

Why Work with Us

At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.


Equal Employment Opportunity

It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Opportunity & Affirmative Action Employer Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.

Job ID/ Req. Number179620

Not the right job?
Join Ladders to find it.
With a free Ladders account, you can find the best jobs for you and be found by over 20,0000 recruiters.